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1 Mart 2024
It was coming up to my sister’s 60th birthday and as a special treat I decided to book a wine tasting experience at Darley Abbey Wines along with a stay at The Coach House, just around the corner from the vineyard. I had read about the hotel and it sounded and looked absolutely stunning with great reviews. I phoned the Coach House and arranged for a gift voucher to be sent out to me. When it arrived I was surprised to see that the voucher had been put into a normal envelope and duly arrived looking worse for the journey down to me. The edges were crumpled and in no way seemed to represent the hotel I had read so much about. Not a great start but I contacted the hotel to ask for a replacement and an understanding and apologetic Zoe kindly sent a replacement in a more robust envelope to prevent a recurrence., My sister, thrilled by the gift, booked an evening at the hotel which would tie in with a visit to the vinery. I was shocked to get a phone call from my sister on the day of her getaway to hear that whilst she had had a great time at the vinery she and her husband had turned up at the hotel to be told by a young woman at reception that they had no booking for them and that the hotel was fully booked. She was in tears as she and her husband had to make their way back home. My sister’s day had been marred by an incompetent booking system and a receptionist who clearly didn’t give a damn about the mix up and who refused to put me in touch with any management team member when I made a hasty phone call to try to retrieve the situation. Zoe, some time later, once my sister had made it back home, said that, had she been there - she wasn’t - she would have offered to pay for a hotel room elsewhere in the village. What a shame that they had such an unhelpful individual on reception that day. I was consequently refunded and, as a way of apology, Zoe, once again, was left to try to clear up the misunderstanding by sending my sister a bunch of flowers. It was of course too little, too late, as my sister’s intended perfect break had been ruined. I’m sure this is, indeed, a lovely hotel and I read that the staff are excellent - but that most certainly has not been the case here. My advice to any would-be buyer of gift vouchers, which are clearly advertised on the website, is DON’T. It obviously throws the whole system into disarray and a bunch of flowers does not compensate for the awful service we have experienced.
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